ComplaintsforKaspersky Lab, Inc.
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Complaint Details
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Initial Complaint
07/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I canceled my antivirus subscription with this company and was told my refund would be credited to my credit card. I talked to 3 different people at Kaspersky and they said that the refund had been processed to make restitution of funds to my account. Services were terminated in April and as of 07/28/2022 the funds in the amount of $181.89 has yet to be returned to my account I have the billing stop order number it is as follows #************. I had received a notification from them that they had charged my account on April 16,2022 can you please help me resolve this issue.Business response
08/29/2022
Hi,
We have escalated this request to our team and a supervisor will reach out to the customer and confirm receipt of funds.
Initial Complaint
07/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have not used Kaspersky virus protection in several years and have tried to log into my account and it has no record of any of my emails but has proceeded to charge me $95.61 this past Thursday, June 30, 2022. I now have no way to get a hold of them to get my money back. Very poor customer service.Business response
07/12/2022
Hi!
For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************. Our team is available 24 hours a day, seven days a week to assist you.
Or, you can submit a request to us online at https://my.kaspersky.com/Initial Complaint
06/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for browser and vpn options to up my security but realized this didnt even remedy my issue so I canceled. Then I get an email from them asking me to pay originally $8 then $27 and then $67. Obviously, since I canceled I told them and it felt like a scam. Now theyre asking me to pay for services that I canceled. I just wanted to cancel the account and they are seeming predatory. I want them to leave me alone.Business response
07/12/2022
Hi!
For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************. Our team is available 24 hours a day, seven days a week to assist you.
Initial Complaint
06/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for Kaspersky Anti-virus. They auto renewed a full two weeks before they were supposed to. I sent them an email telling them not to renew. They continue to send me emails saying " we have not heard for you for a week" I sent them all the information they requested, but they still want to play like they didn't hear from **** want my money back. I see that they have nothing but complaints with the BBB, gee I wonder why.Business response
07/12/2022
Hi!
We are terribly sorry, but let us try to fix this! Please call us at ************** (our team is available 24 hours a day, seven days a week) and we can process a refund for your order over the phone.
Customer response
07/19/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ I didn't have to call you before? I will be filing a small claims action in court. This is theft, plain and simple. You have my card number you can just reverse the charges or send me a check.
Regards,******
Initial Complaint
05/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 04/27/2022 DRI*KASPERSKY ORDERFIND.COM ** TOOK $85.59 FROM MY BANK ACCOUNT.i tried to contact them but as i had not placed an order i did not have an order number. I need to have this issue resolved. I see where 85 other people have also been ripped off. Years ago i had Kaspersky so i wonder if my information was compromised. We need to hold the people responsible who did this. All i want is my money back and to warn others of the scam.Business response
05/11/2022
Hi!
For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************. Our team is available 24 hours a day, seven days a week to assist you.
Or, you can submit a request to us online at https://my.kaspersky.com/.Initial Complaint
04/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
After using Kaspersky internet security with no issues for several years, last week I was suddenly unable to access any websites with Kaspersky active, meaning that I could not use my computer to access the internet without my computer being vulnerable. I contacted tech support and was given a solution that worked, but only temporarily and then the problem occurred again and the original solution was no longer working. I contacted tech support again, provided them with all of the information that they said would be necessary to fix the problem, and they gave me the same ineffective solution I had already tried. After a couple more days of back and forth with tech support and still getting nowhere, I agreed to allow a tech to remotely access my computer to try and fix the problem. This led absolutely nowhere, so I purchased a different anti-virus and web security system that works just fine. Since the problem is with Kaspersky and they cannot fix it, I requested cancellation of my subscription and at least a partial refund, since more than two thirds of my subscription remains but I can't actually use it. So far my requests for a cancellation and a refund have been ignored, the only responses to my emails that I've received say that they are continuing to try and fix the problem, ignoring the fact that I don't want them to fix it, I just want a cancellation of my subscription and my money back.Customer response
05/05/2022
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Initial Complaint
04/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Kaspersky Lab charged my account $103 and I have not used their software in years so not sure why they are charging my account. I am not on an auto renew and you cant even find a phone number to contact them for a refund so now I have to file a fraud charge and shut down my debit card which is super frustrating! Dont ever use your card to purchase anti virus through them because they will charge your card even if its years later.Business response
05/11/2022
Hi!
For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************. Our team is available 24 hours a day, seven days a week to assist you.
Or, you can submit a request to us online at https://my.kaspersky.com/.Initial Complaint
03/26/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I requested a refund from Kaspersky after the *** placed them on a threat list. I do not believe they can continue to hold up their end of the service contract and provide me with internet security for the remainder of the subscription. I require a full refund of $35.99 and will be processing fraud charges if this is not resolved. I contacted Kaspersky support and they refused to resolve the issue in any way.Customer response
04/06/2022
I have not heard from the business in response to my complaint.Initial Complaint
03/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
They charged me for a service I did not order nor am I interested in. I tried to call the number they offered and it is not available. You cannot reply to their email either. I do not even own a computer.Business response
03/08/2022
Hi!
I have forwarded your request to our sales team and they will process a refund and reach out to you via email in the next few days. We will also check the phone number to ensure it is correct.
Thank you!
Initial Complaint
03/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear Customer,Successful payment for your subscription You have subscribed to Kaspersky Anti-Malware Home. Another successful payment has been applied to your subscription.Below you will find your Kaspersky reference number. To ensure the most prompt and efficient service, please always refer to your reference number when contacting us.2/25/2022 RECIEVED EMAIL OF RENEWAL OF SUBSCRIPTION.NEVER HAD KASPERSKY PRODUCT.WHEN I CALLED THE NO. LISTED , A NON ENGLISH SPEAKING MAN ANSWERED-TOLD HIM MY SITUATION AND HE WANTED ME TO CALL ANOTHER NO. TO RESOLVE.I STATED THAT I WANT CANELLATION NOW AND HE HUNG UP ON ME-FURTHER CALLS TO THIS NO. WERE BLOCKED!Your kaspersky reference number: 37DK92YT19 Customer Support: **************. Payment information Your credit card has been successfully authorized. Please note that the charge on your credit/debit card will appear as "CBI*Kaspersky." within 48 hours.Business response
03/08/2022
Hi!
That email was not generated by us. It looks like a phishing scam. Please see this reference: https://www.onlinethreatalerts.com/article/2022/3/3/your-kaspersky-auto-pay-reminder-************-scam/
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Contact Information
Business hours
Today,5:00 AM - 11:00 PM
| MMonday | 5:00 AM - 11:00 PM |
|---|---|
| TTuesday | 5:00 AM - 11:00 PM |
| WWednesday | 5:00 AM - 11:00 PM |
| ThThursday | 5:00 AM - 11:00 PM |
| FFriday | 5:00 AM - 11:00 PM |
| SaSaturday | 5:00 AM - 11:00 PM |
| SuSunday | 5:00 AM - 11:00 PM |
Customer Complaints Summary
56 total complaints in the last 3 years.
16 complaints closed in the last 12 months.